IAM (CASE STUDY) by source

FORTH COUNTRY CALL CENTRE.

Forth country call center is located in the belt of Scotland, lying on the outskirts of the large commercial town of Edin kirk. Established in 2002, it started up as the call centre for sports channel provider but now has a wide range of clients who include travel companies, mail order business, home improvement firms and insurance providers. Each of their requirements is very diverse.


the single-story building is purpose-built and the middle area is a large open plan floor space where all the telesales.enquiries are handled. The Management office suite surrounds the call centre on all four sides so that managers can look out on the call centre operations at all times without leaving their offices. All the managements functions are dealt with on site in an effort to streamline customer
Administration, Human Resources, IT and Marketing.


Four hundred Call centre staff are employed on a shift basis and the centre is operational 24 hours per day over seven days. The centre operators are trained to generate tele-sales, to chase up outstanding and unpaid accounts as well as to handle incoming calls from customer includes over a wide variety of issues.

Call center operators are organized into teams, with each team responsible for a range of clients in a particulars area of activity. Teams are organized into pods fours work stations with each pod handling a particulars business area. these work areas are badly lit, lack sound insulation and are not at all well designed or laid out. Fixed lunch and tea break times are per-determined to maintain the 24 hours shift pattern but due to expansion of the work stations, the rest areas are now too far away from many of the work pods so break times are being eroded.